There can be various causes of the problem. For some Google Home users, a recent firmware update appears to have disrupted their speakers. For others, the problem may be caused by creating a pair of speakers with two Mini & # 39; s and then disconnecting them. Whatever the cause, there is apparently no software fix.
If you are one of the unlucky ones whose Google Home devices no longer work, you must do the following to get a free replacement.
Try a factory reset first
Normally you perform a Factory Reset is a proven way to solve a problem (sometimes it really does start over). But this may not resolve your affected Google Home or Mini this time. Try it first, in case it works, and you can check it off in the list of things you have tried to solve the problem yourself. You want to exclude that another hangup is not causing the problem.
If you have a Google Home, hold down the microphone on the back of Google Home for about 15 seconds to reset. If it succeeds, your device will confirm that it is being reset.
If you have a Google Nest Mini ($ 49 at Walmart) second generation, turn off the microphone (which is on the side at the power port) and then hold down the center of the Mini . If successful, the device starts resetting after 5 seconds. Continue to hold down until you hear a triple sound confirming that the device is being reset.
For a Google Home Mini ($ 29 at Walmart) hold down the factory reset button under the power cord at the bottom of the Mini. If successful, the device starts the reset process. Continue to hold until you hear a sound confirming that the device has been reset.
You can consult our or Google Home Troubleshooting Guide for other ways to solve other common problems.
Then collect some information
Before contacting Google, you can do a few things to make the conversation go as smoothly as possible.
1. Note the 10-digit alphanumeric serial number of your device. On the Google Home it is at the base, in the middle, under the words & # 39; Made in China & # 39 ;. For the Google Home Mini or Nest Mini, the relief is along the edge of the base after "Made in China." To save you some time later, you also take a picture of the serial number so that you can easily refer to it.
2. Then take a picture of the four white lights on your device.
3. Take another photo of the green light that the device displays during the factory reset. This might be tricky because you have to press the factory reset button on the base of the speaker with one hand while you take the photo with the other hand. Or borrow a second set of hands for help.
4. If you have it, take out your receipt and take a picture of it.
Contact Google Home support
Now it's time to contact Google. You can make calls, but it can be just as easy to chat online. You can contact Google Home / Google Nest support as follows.
1. Go to your Google Home / Google Nest support page from your computer or mobile device.
2. Tap the three stacked horizontal line menu in the top left corner and then tap Contact us .
3. Under Select your support option tap Speakers and monitors .
4. Tap Chat to start a chat. (If you prefer to speak by phone, tap Call Back to leave your callback number and proceed to step 9.)
5. Enter your name and e-mail address.
6. Choose with which device you have the problem from the With which device do you need help? drop-down menu.
7. In the dialogue under type us about your problem and type & # 39; Google Home will not be restored to factory settings & # 39 ;.
8. Tap Send .
9. After you chat with Google support, answer their questions about your device and send them an email with the images you get from the device when you are asked , the serial number and the receipt.
What happens next
If you are eligible for a replacement device and you have purchased your Google Home directly in the Google Store, you are lucky. Google sends you a replacement the next day or two and sends an email with a shipping label and instructions for returning the defective device.
However, if you have purchased your Google Home speaker from an external retailer such as Amazon, Walmart or Best Buy, you must return the speaker before Google sends you a new one. Google says you should get the replacement five to seven days after it has received your bricked device.
Please note that this replacement process only applies to Google Home smart speakers that have a specific terminal problem that cannot be resolved with settings or software. If you experience other problems with your Google Home device, you will find our guide to solving the most common problems here.
If privacy and security are your problem, we've compiled a guide to maximize your privacy settings for Google Home without compromising performance. If you are wondering what to do with your other Google Home speakers while waiting for your replacement, try setting up a home-wide audio system by following our instructions here.